Complaint Handling Reviews

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Report – Police Scotland – PIRC/00168/23

03 Nov 2023

The Complaints

The complaint in this case arose when the applicant reported to the police that representatives from an energy company attended his home and attempted to serve a utility warrant to change the type of energy meter within.

We have reviewed the handling of four complaints, namely that: 


  1. On 2 February 2023, a police officer's attitude was one of arrogance, impatience and discord, in that he had his hand in his vest and did not take part in conversation;
  2. On the same date, the applicant reported an energy company representative for breaking into his home, however the police did not look at video footage or deal with his report;
  3. On the same date, police officers did not return to the applicant’s home to record the crime of breaking and entering even though they said they would; and
  4. The applicant received no conclusion from a named police station regarding the incident he reported on 2 February 2023.

Police Scotland’s Decision

Police Scotland did not uphold any of the applicant’s complaints.

Our Findings

We have found that Police Scotland did not handle any of the applicant’s complaints to a reasonable standard.

We have made four recommendations to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have recommended that Police Scotland conducts further necessary and proportionate enquiries into the complaints. Thereafter, Police Scotland should provide the applicant with a well-reasoned further response which outlines whether the complaints are upheld or not upheld, and clearly explains the rationale for the determination reached

Our recommendations should be implemented by Police Scotland within two months of the date of the report.


Police Scotland implemented the four recommendations in this case. In doing so, they conducted further enquiries and provided the applicant with a well-reasoned response which addressed the observations made in the report. Although three of the applicant’s complaints remained “not upheld”, one complaint was “upheld” and an apology was offered. In addition, Police Scotland identified additional learning and referred the applicant’s report of criminality for re-assessment.

Police Bodies: Police Scotland

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